ServiceNow Business Analyst

NETbuilder; Baltimore (MD); Hybrid; USD 90,000 - 115,000; Full time

Job summary

NETbuilder is building a ServiceNow-focused business analysis team for a federal program, serving as the bridge between agency stakeholders and the development team. You will translate mission and operational needs into clear, buildable requirements and ensure what ships fulfills the program’s objectives.

We seek analysts who ask the right questions, write actionable requirements, and keep stakeholders informed without being chased, while collaborating in an Agile environment.

Qualifications

• 3+ years as a business analyst on ServiceNow implementations.
• Domain experience in at least one specialization (SAM or CAM).
• Experience writing user stories and acceptance criteria in an Agile team.
• Working knowledge of the CSDM and ITIL practices.
• Ability to obtain and maintain a Public Trust.
• Confident facilitation and clear writing for technical and non-technical audiences.

Responsibilities

• Lead requirements sessions with agency stakeholders and write user stories with clear acceptance criteria.
• Map current-state and future-state processes against ServiceNow out-of-box capability and the CSDM.
• Run fit-gap analysis and steer the team away from unnecessary customization.
• Work with the product owner to refine and prioritize the backlog.
• Plan and support user acceptance testing: test scripts, defect triage, and sign-off.
• Produce process documentation, training material, and release notes.
• Define and report measures that show whether a capability is working, such as CMDB completeness or license compliance.

Skills

BA experience

ServiceNow knowledge

User stories

CSDM & ITIL

Public Trust eligibility

Facilitation & writing

Job description

• Location: Baltimore (remote candidates are welcome; travel onsite once per month)
• Employment type: Full-time, permanent
• Requirements: US citizenship and the ability to obtain and maintain a Public Trust
• Salary: $90,000–$115,000 per year

Please note: Direct candidates only. No third-party recruiters, staffing agencies, or C2C arrangements.

About the Role

NETbuilder is building a ServiceNow team for a federal program, and we are hiring business analysts across three specializations. You will be the link between agency stakeholders and the development team. You will turn mission and operational needs into clear, buildable requirements, then make sure what ships does the job.

We are looking for strong, dependable people: analysts who ask the right questions, write requirements developers can build from, and keep stakeholders informed without being chased.

Open Specializations

• Business Analyst, Software Asset Management: SAM processes, software lifecycle, entitlements, license compliance and optimization
• Business Analyst, Continuous Authorization and Monitoring (CAM): Continuous ATO, NIST RMF, control monitoring, GRC/IRM requirements

What You Will Do

• Lead requirements sessions with agency stakeholders and write user stories with clear acceptance criteria.
• Map current-state and future-state processes against ServiceNow out-of-box capability and the CSDM.
• Run fit-gap analysis and steer the team away from unnecessary customization.
• Work with the product owner to refine and prioritize the backlog.
• Plan and support user acceptance testing: test scripts, defect triage, and sign-off.
• Produce process documentation, training material, and release notes.
• Define and report the measures that show whether a capability is working, such as CMDB completeness or license compliance.

What You Bring

• 3+ years as a business analyst on ServiceNow implementations.
• Domain experience in at least one of the specializations above.
• Experience writing user stories and acceptance criteria in an Agile team.
• Working knowledge of the CSDM and ITIL practices.
• Ability to obtain and maintain a Public Trust.
• Confident facilitation and clear writing for technical and non-technical audiences.

Nice to Have

• A ServiceNow Certified Implementation Specialist (CIS) credential in your area, or Certified System Administrator (CSA).
• ITIL 4 Foundation, or a business analysis certification such as CBAP or CCBA.
• Experience on a federal program.
• For CAM: working knowledge of NIST SP 800-37, NIST SP 800-53, and FISMA reporting.
• For SAM: experience with major publisher licensing models, or an IAITAM certification.

About NETbuilder

NETbuilder is a specialist technology partner, founded in 1999. We deliver consulting, managed services, and enterprise insourcing across security, ServiceNow, observability, and agentic automation, and we focus on building lasting capability for the organizations we work with.